Colleague

Enterprise Systems

Colleague is the college's ERP system. Various applications connect to it, including Self-Service, Colleague UI, and Informer.

It is a database system that houses all student and employee data.

Colleague services are unavailable 1am-2am nightly, 5am-7am Fridays, 10pm-12am 3rd Saturday of each month.

How to Access:

Via UI, Informer, SS

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All service-level requests will initially be handled by the Service Desk. 

A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:

Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1

Impact: Critical 

Definition: A number of college systems are impacted or it affects multiple people significantly 

Response Time: Within 30 minutes

Resolution Time: 4 business hours or until fixed

Priority: 2

Impact: High

Definition: Affects a small number of people significantly

Response Time: Within 1 business hour

Resolution Time: 10 business hours

Priority: 3

Impact: Normal

Definition: Affects a small number of people, but work can still be performed

Response Time: Within 3 business hours

Resolution Time: 24 business hours

Priority: 4

Impact: Low

Definition: Affects one person, but work can still be performed

Response Time: Within 1 business day

Resolution Time: 48 to 72 business hours

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday, 8:00 am-5:00 pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communication. 

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